ACMA enforcing new nbn migration rules
ACMA has set out its enforcement approach to new rules governing the migration of customers to the nbn.
The new regulatory safeguards, first announced in April, require nbn retail service providers to give consumers accurate information about services on offer, ensure they can meet the maximum speeds specified in their service plan and have consumers’ old service reconnected if there is a delay connecting to the nbn, among other protections.
The new rules will be directly enforceable by ACMA, which will have the power to commence court proceedings seeking civil penalties of up to $10 million in the event of the breach.
“The time-critical nature of the nbn rollout means that early and consistent industry compliance with these new rules is essential,” ACMA Chair Nerida O’Loughlin said.
“The ACMA is putting telcos on notice that they need to fully understand the new rules and take immediate steps to embed them in their business practices. As described in our statement of approach, the ACMA has already commenced a targeted program of monitoring, audits and investigations to ensure that industry is complying with the new rules.”
According to a statement of approach issued by the regulator, this program will be fully rolled out over the coming months.
ACMA also plans to focus on education and industry awareness-raising activities, as well as ensuring that responses to potential breaches are proportionate to the risks and harms.
Meanwhile, ACMA has published the results of research that is being used to inform the regulator’s work to improve the nbn customer experience.
A survey of 1881 households and 1153 SMBs that had services connected to the nbn in the preceding 12 months found that 31% of households and 42% of businesses made at least one complaint to their retail service provider during the process.
The survey also found that three key factors were associated with a positive consumer experience before, during and after migration.
These were ensuring consumers are informed about the connection process, preventing service interruption while connecting, and ensuring any complaints to retail service providers were promptly resolved.
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